Iris Optometrists and Opticians

After two separate experiences with Iris at Yaletown, one directly and one indirectly, I felt compelled to express my opinion. First visit was for an exam an new glasses. Walked in talked with one girl, went for exam with Dr then was given another person to do the fitting measurements and ordering. I was told she would be handling my order and they would call when my current frames would be required to send to the factory to install the new lenses. A three day turnaround would be required. Three days without any glasses, ok, not sure why they can’t get the lenses then install locally, but whatever, I was committed at this point. Got the call, turned frames over on a Tues, so I could get them back before the weekend. After I received no call, I called them on Friday, my sales rep was off until Tuesday, but they would check on my order. I was informed it would be probably Monday, but that was not to be. A three day turnaround was I guess code for a week or more as I finally got my classes that Friday, 10 days later. I ended up having to deal with a third person and there was absolutely no follow up except by myself until the frustration started to show.
Second visit was to the DT Pender store, which would be happy to sell me some sunglasses and do the warranty work on the lenses but they would have to coord this part with the Yaletown store. I was hoping my last experience was just a rare bad moment in their customer service but again, I was wrong. First the order did not go in until I inquired five days later in person as to when they would be requiring my glasses to send to the factory. Apparently the Yaletown store did not process the order that was communicated by the staff at the DT store. A week later they are ready for my glasses, promised a three day turnaround which ended up being a week. A person from the YT store called me to say my glasses were in but was not able to get them to the DT store until he went home for the day and would do it on his way. Wow, glad they went the extra mile after pretty much a month from start to finish on getting warranty work done. Having to wait for my delivery until it was convenient to Iris staff was insulting. Again, I received no updates or calls from Iris until I started to show frustration. The staff that I dealt with at the DT store, even after multiple visits could not ever remember even the slightest detail nor recognize me as a current customer. Blank looks and excuses were the norm at Iris. Doubt I will be back, there must be some other places that put their customers first. For the prices they charge for glasses and frames, you would expect premier service, but unfortunately, I get walmart. On a good note, my Maui Jim sunglasses are awesome, just not looking forward to the warranty work.